Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guía Del Usuario
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold,
for all incoming calls which included hold time.
for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Completed Tasks: Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Completed Tasks: Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond.
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes,
seconds) format.
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf